about the role
Job Purpose:
- To provide support throughout the case excellence process to IT Services Customers, including processing of customers calls/inquiries, case opening, qualification and management, troubleshooting and resolution.
- To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.
Key Tasks and Responsibilities:
- To provide a professional first point of contact for the customer
- To accurately log all incidents/inquiries in a timely and effective manner
- Diagnose fault-related cases both proactive and reactive by effectively utilising software diagnostics and other network/products utility program wherever possible
- Provide continual updates to the customer and use internal escalation process when necessary in order to meet contractual and performance objectives
- To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.
- To resolve by himself/herself most of the incidents on all IT Services supported by the team
- Document all troubleshooting and case management actions via the ticketing systems
about you
Skills and Qualifications:
- Basic knowledge in computer networks (CCNA is a plus)
- English fluency (French is a plus)
- Strong interpersonal and communication skills
- Strong customer handling skills.
- Ability to adapt to changes and acquire new skillsets to meet business demands
- Preferred to have knowledge in any of the following technologies: firewalls, proxies, load balancers, Intrusion prevention & detection system, active directory.
- Enjoys troubleshooting complex issues
- Critical Thinking Skills
- Hands-on experience in any of the following vendors: FortiGate, Check Point, Palo Alto, Zscaler, Netskope, F5 BIG IP
- Strong experience with network fundamentals (DNS, DHCP, LAYER2/3 switching, routing)
- Hands-on experience in troubleshooting on routers, switches, etc.
- Any of the following certifications is a plus:
- a. Fortinet Certified Professional (FCP) in Network Security
- b. Zscaler Digital Transformation Administrator
- c. Palo Alto Networks Certified Network Security Administrator (PCNSA) or Palo Alto Networks Certified Network Security Engineer (PCNSE)
- d. Netskope Certified Cloud Associate (NCCA) or Netskope Certified Cloud Security Administrator (NCCSA)
additional information
Educational background:
- B.Sc. Engineering, Telecommunications or Computer Science
Professional Experience:
0-2 years of experience in the IT field.
department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
contract
Regular
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